Suchitra RajaGopal
Customer Service
Kuala Lumpur,Kuala Lumpur
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Content Moderator
Teleperformance
11.2023 - Current
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Reviewing Online Videos//Content/Complaints/Legal Notices received from the end seller on any incorrect
decisions taken related to their copyright work. - Should achieve the KPI given successfully.
Responsible for the development, improvement, and maintenance of standards for the security of our
online communities. - Responsible for coordinating with supervising departments for timely management of content that violates
our policies. - Review offline files to ensure the marketplace content is align with the policies and guidelines.
Customer Service Representative
Foodpanda MY
05.2023 - 11.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Executive
GrabFood
03.2022 - 03.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Handling live chats and email consumer for Grabfood.
- Resolve customer complaints via phone, live chat, and email.
- Collect and record customer feedback and information, and share with the team, appropriate departments, and merchants.
- Escalate potential issues to relevant team and work with other teams to undertake speedy resolutions to customer issues.
- Doing outbound calls with both consumers and riders depending on situations.
Quality Assurance Specialist
Shopee
09.2020 - 01.2022
- Validate and evaluate chats, email and social media on daily basis for agents assigned.
- Carry out performance improvement plan for least
performing agents and keep track on improvement. - Carry out calibration on product knowledge to ensure all staff have same understanding on products/process.
- Analyze and investigate product complaints or report quality issues to ensure closure in accordance with company guidelines and external regulatory requirements
- Validating complaint (outboundcalls) received from higher management.
- Provide finding and suggestions on related cases to meet operation requirements.
- Conduct coaching session for each agent for improvement purpose.
- Conduct weekly/monthly refresher and briefing session for staffs on updates on product knowledge and current floor requirements to ensure information and service provided by staff to end buyer is accurate to avoid spike cases/ complaint from buyers.
- Initiated and implemented corrective and preventive action plan to meet company's SLA at all time.
- Directly managed and supervised a culturally diverse team of Employees, Team leaders, PIC and Floor assists indirectly a team of over 30.
- Perform research and development to ensure all services provided with quality and satisfaction to users.
- Performs other job-related duties as assigned
Ability to prioritize and perform multiple tasks simultaneously. - Strong analytical, problem-solving, and critical thinking skills.
- Assist departments with various product flow changes by communicating new improvement plans and expectations.
Customer Service Representative
Shopee
06.2020 - 08.2020
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Developed strong relationships with repeat customers by consistently delivering exceptional service experiences over time.
- Researched customer inquiries to provide accurate and up-to-date information.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Adapted quickly to new software platforms and tools used within the live chat environment to maintain optimal efficiency levels throughout shifting circumstances.
Customer Service Representative
TNB Careline
09.2019 - 02.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Arts - Bachelor In Education ( TESL)
MSU
Shah Alam 04.2001 -
No Degree - Diploma In Education (TESL)
MSU
Shah Alam, Malaysia 04.2001 -
Skills
Content Management
Online research
Patience and Tolerance
Multitasking
Microsoft Office
Decision-Making
Time Management
Critical Thinking
Team Collaboration
Flexible Schedule
Reliability
Desktop and Laptop Computers
Quality Control Analysis
Languages
English, Malay, Tamil
Native language
Additional Information
Nuthanan Rajoo
Assistant Manager Grab
011-61401028
Sinegah Morgan
Team Leader, Teleperformance
016-8959754
Timeline
Content Moderator
Teleperformance
11.2023 - Current
Customer Service Representative
Foodpanda MY
05.2023 - 11.2023
Customer Service Executive
GrabFood
03.2022 - 03.2023
Quality Assurance Specialist
Shopee
09.2020 - 01.2022
Customer Service Representative
Shopee
06.2020 - 08.2020
Customer Service Representative
TNB Careline
09.2019 - 02.2020
Bachelor of Arts - Bachelor In Education ( TESL)
MSU
04.2001 -
No Degree - Diploma In Education (TESL)
MSU
04.2001 -